We aim to deal efficiently in all aspects of our work, but inevitably there may be occasions where you may feel that we have not maintained our high standards. If that should be the case, we deal with any complaints which you may have as effectively as possible. This procedure outlines how complaints regarding any fundraising activity of Falkirk & District Association of Mental Health will be dealt with. It follows the requirements laid down by the Institute of Scotland Fundraising Standards Board and is designed to ensure that all complaints are examined in a fair and transparent manner. The Complaints Co-Ordinator for all fundraising complaints will be the Manager:

The Manager
FDAMH
The Victoria Centre
173 Victoria Road
FALKIRK
FK2 7AU
Tel No: 01324 671 600; admin@fdamh.org.uk

The Manager maintains a Complaints Register, which will record:

• a copy of all complaints
• date received
• copy of communication acknowledging receipt
• details of the investigation
• copy of communication, detailing outcome of the investigation

Any person complaining to the charity about fundraising will be provided with a copy of this complaints procedure and the relevant Code of Practice within 7 days, along with an acknowledgement of receipt of a complaint. Our Board Members will be informed of all complaints received by the charity.

All complaints will be investigated within 3 months of the incident occurring, unless the complaint has been unduly late in reaching the charity. All complainants will be advised of the outcome of the investigation within 30 days of its completion and made aware of their right to refer the complaint to the Institute of Scotland Fundraising Standards Board within 2 months of receiving our response.

Still not satisfied?
If you feel your concerns have not been adequately answered, you can contact the Scottish Fundraising Standards Panel who can refer you to an Independent Panel.

Addressing specific areas of concern

i) Online donations

Refunds for online donations may be given at the discretion of the management.

ii) Concerns about public collections

Where your concerns relate to Public Collections, contact:

• the Local Authority Licensing Officer, Falkirk Council, 01324 501575
• the Police

iii) Concerns about other issues

Where your concerns relate to:

• Dishonest handling of funds
• Misapplication of charitable funds
• Actions that contravene Falkirk & District Association of Mental Health’s Memorandum & Articles or charity law
• Actions that threaten to bring Falkirk & District Association of Mental Health into disrepute you should contact the Office of the Scottish Charity Regulator (OSCR) and/or the Police

OSCR’s address is:
Office of the Scottish Charities Regulator
Argyll House
Marketgait
Dundee
DD1 1QP
Telephone: 01382 220446
Website: www.oscr.org.uk